1win Casino - 選手の退場が遅れました。

Hello, I first started having problems with canceled withdrawals, due to payment methods, then the last withdrawal attempt is on hold and it has been processing the withdrawal for more than 48 hours, previously I asked about the delay times and they told me that the assistance was the maximum 48 hours if not to contact support, after contacting support they tell me that my case is being processed and that they cannot give me an estimated waiting time. Quite disappointed with the casino, especially because it has a bad reputation here, for now I have to disseminate this situation as much as possible so that it does not happen to another person.

Hola, comencé primeramente teniendo problemas con retiros cancelados, por métodos de pago, luego el último intento de retiro está en espera y lleva más de 48 hrs procesando el retiro, anteriormente consulte sobre los tiempos de demora y me comunican en la asistencia que eran máximo 48 hrs si no que me comunicara con soporte, luego de comunicarme con soporte me indican que mi caso está siendo procesado y que no me pueden dar un tiempo estimado de espera. Bastante desilusionado con el casino sobre todo por qué acá tiene mala reputación, por lo pronto me queda difundir el máximo está situación para que a otro persona no le vuelva a ocurrir.

Dear snakeburgos,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

OK, thanks a lot. I will inform you in 14 more days.

Ok muchas gracias. Les informaré en 14 días más.

Thank you very much, snakeburgos, for your understanding. I will check back with you in nine days.

HELLO, TO UPDATE DAY NUMBER 12 OF THE RETREAT AND IT IS STILL SUPPOSEDLY PROCESSING

HOLA, PARA ACTUALIZAR DIA NRO 12 DEL RETIRO Y AUN SUPUESTAMENTE SE ESTA PROCESANDO

Hello, to report day number 14 and the withdrawal is still in process.

Hola, para informar día número 14 y el retiro aún está en proceso.

I asked support for the withdrawal and they tell me that I must send a bank statement from my account. It seems illogical to me if the deposit has not been made and it still appears on hold, I think they are kidding me. Horrible user attention, after that he simply did not respond anymore.

Pregunté en soporte por el retiro y me indican que debo enviar un extracto bancario desde mi cuenta. Me parece ilógico si el depósito no se ha realizado y aún aparece en espera, creo que me están tomando el pelo. Horrible la atención el usuario, luego de eso simplemente no respondió más.

I am attaching a screenshot of my account and the pending withdrawal, where is the date, time and amount.

Adjunto captura de mi cuenta y del retiro pendiente, dónde está la fecha hora y monto.

Thank you very much, snakeburgos, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you snakeburgos for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Good afternoon

The withdrawal request was rejected by the payment system today, the funds returned to the game balance. You need to try again.

Sincerely, 1win team.

Добрый день!

Запрос на вывод был отклонен платежной системой сегодня, денежные средства вернулись на игровой баланс. Необходимо повторить попытку.

С уважением, команда 1win.

I just redoed the withdrawal, I hope this time they don't take another month to verify.

Acabo de rehacer el retiro, espero que está vez no se demoren un mes más en verificar.

Dear snakeburgos, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

The previous withdrawal was unsuccessful, currently I have tried again through another means of payment.

I'm reporting if it was successful.

El anterior retiro fue fallido, actualmente he vuelto a intentar a través de otro medio de pago.

Estoy informando si es que llegó a tener éxito.

Good night.

The previous withdrawal was rejected, I just tried again through another means.

I will keep you informed.

Thank you so much.

Buenas noches.

El anterior retiro fue rechazado, acabo de volver a intentar por otro medio.

Lo mantengo informado.

Muchas gracias.

I still can't withdraw. Try again with another payment method.

Sigo sin poder retirar. Intente nuevamente con otro medio de pago.

I still can't withdraw.

Sigo sin poder retirar.

Now it doesn't even send me the withdrawal code in the mail, I've already tried more than 10 times without success. What a disastrous online casino.

ahora ya ni siquiera me envía el código para el retiro en el correo, ya he intentado mas de 10 veces sin éxito. que nefasto casino online.

Good afternoon

Dear snakeburgos, unfortunately, there is a problem with sending letters to the hotmail.com service, so the code may not arrive. Please contact our e-mail security@1win.xyz to change your mail. The request must be sent from another resource, such as Gmail.

Please indicate the address from which the appeal will be sent in the response message.

Unfortunately, your withdrawal is rejected by the payment system, we recommend using another method, for example, a crypto wallet.

Sincerely, 1win team.

Добрый день!

Уважаемый snakeburgos, к сожалению, есть проблема с отправкой писем на почту сервиса hotmail.com, поэтому код может не поступать. Обратитесь, пожалуйста, на нашу электронную почту security@1win.xyz для смены почты. Обращение необходимо отправить с другого ресурса, такого как Gmail.

Укажите, пожалуйста, адрес, с которого будет направлено обращение в ответном сообщении.

К сожалению, Ваш вывод отклоняется платежной системой, мы рекомендуем использовать другой метод, например, криптокошелек.

С уважением, команда 1win.

I will send the email from snakeburgos@gmail.com to change it to this same email.

Enviaré el correo desde snakeburgos@gmail.com para cambiarlo a este mismo correo.

Hello!

Your email has been changed, please re-sign.

Sincerely, 1win team.

Здравствуйте!

Ваша почта изменена, повторите, пожалуйста, вывод.

С уважением, команда 1win.

The email was successfully changed, I just processed another withdrawal request.

El correo fue cambiado con éxito acabo de procesar otra solicitud de retiro.

I still can't withdraw the money. It's a shame how this casino scams people. And don't tell me to try to withdraw in another currency, I deposited in clp and they have that payment method available in the country.

Sigo sin poder retirar el dinero. Es una pena como este casino estafa a la gente. Y no me digan que intente retirar en otra moneda, yo deposite en clp y tienen disponible esa forma de pago en el país.

Good afternoon

We see that now the withdrawal is in the processing of the payment system, it is necessary to expect.

Sincerely, 1win team.

Добрый день!

Видим, что сейчас вывод в обработке платежной системы, необходимо ожидать.

С уважением, команда 1win.

Indeed it is in processing once again...

Efectivamente se encuentra en procesamiento una vez más...

Since June 20, it is still in process, how disastrous...

Desde el 20 de junio que sigue en proceso, que nefasto...

Good afternoon

We checked the status of the transaction with the payment provider, it was reported that the withdrawal is delayed due to reasons not related to us.

At the moment, we are checking, we will return with the answer as soon as we find out.

Sincerely, 1win team.

Добрый день!

Мы уточнили статус транзакции у платежного провайдера, было сообщено, вывод задерживается из-за причин, с нами не связанных.

На текущий момент производим проверку, по выяснению вернемся с ответом.

С уважением, команда 1win.

The withdrawal takes more than 45 days between being canceled and they keep giving me excuses for the disastrous external service they have, what an incredible bad experience with your company.

el retiro lleva mas de 45 días entre que lo cancelan y me siguen dando excusas del nefasto servicio externo que tienen, que increíble mala experiencia con su compañía.

Good afternoon.

Unfortunately, there are payment systems, the withdrawal to which can be sent with difficulties, for reasons beyond our control. Since you refused to make a withdrawal to another payment system, we try to send the withdrawal to the method you specified, so the process may take time.

At the moment, the withdrawal was again rejected by the provider, but we received information that the process was restored, please try again.

Sincerely, 1win team.

Добрый день.

К сожалению, есть платежные системы, вывод на которые может отправляться со сложностями, по независящим от нас причинам. Так как вы отказались совершать вывод на другую платежную систему, мы стараемся отправить вывод на указанный вами метод, поэтому процесс может занимать время.

На текущий момент вывод снова был отклонен провайдером, но мы получили информацию о том, что процесс был восстановлен, пожалуйста, повторите попытку.

С уважением, команда 1win.

I just tried again. I hope this time it works.

Acabo de intentar nuevamente. Espero que está vez si funcione.

The problems persist for more than 60 days waiting for a withdrawal, I have no solution, this casino definitely scams its customers.

Los problemas persisten más de 60 días esperando un retiro, no tengo ningúna solución, definitivamente este casino estafa a sus clientes.

Good afternoon

From the side of 1win, there are no withdrawal restrictions for your account. The withdrawal is canceled by the payment system. If the withdrawal is rejected, we recommend that you use another payment system or try again until the funds are successfully transferred.

You can also make an attempt to withdraw to other details (bank card or electronic wallet) that belong to you as a user.

Sincerely, 1win team.

Добрый день!

Со стороны 1win ограничений на вывод для Вашего аккаунта нет. Отмена вывода происходит со стороны платежной системы. Если вывод отклоняется, то рекомендуем воспользоваться другой платежной системой или повторять попытку до успешного перевода средств. 

Вы также можете совершить попытку вывода на другие реквизиты (карту банка или электронный кошелёк), которые принадлежат Вам как пользователю. 

С уважением, команда 1win.

I'm trying but nothing works

Estoy intentando pero nada resulta

Dear snakeburgos, have you tried using a different payment as the casino has recommended? It seems to be a problem on the payment provider's side and not the casino's so maybe changing the method could result in successful withdrawal.

Thank you for your understanding!

I have tried various payment methods. None successfully.

He intentado con varios métodos de pago. Ninguno con éxito.

Good afternoon

There are no withdrawal limits on your account. Please repeat the conclusion.

We can recommend making a withdrawal to a crypto wallet.

Sincerely, 1win team.

Добрый день!

На Вашем аккаунте нет ограничений на вывод средств. Повторите, пожалуйста, вывод.

Можем порекомендовать совершить вывод на криптокошелек.

С уважением, команда 1win.

I still can't withdraw.

Sigo sin poder retirar.

Good afternoon.

Dear snakeburgos, when submitting a withdrawal request, you provide data with an error, the payment system refuses.

We recommend that you make a withdrawal to the cryptocurrency method.

Sincerely, 1win team.

Добрый день.

Уважаемый snakeburgos, при подаче запроса на вывод вы указываете данные с ошибкой, платежная система дает отказ.

Мы рекомендуем вам совершить вывод на криптовалютный метод.

С уважением, команда 1win.

Dear snakeburgos,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

The player has contacted us about the case stating the following:

„After countless failed retries, I was able to withdraw the money through ASTROPAY, I hope this thread can be useful to someone else, since many people have problems with their payments, likewise the payment system of this casino is disastrous and the Customer service does not help at all, by chance I found that payment method and after trying many times with others, it was the only one that worked."

I'm glad to hear that you were finally able to withdraw successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter